Making a complaint about rail services

Registering your complaint

If you have a complaint about a rail service or journey, the first step is to contact Translink, who operate the line, train or station.

Try to speak to someone as soon as possible, either:

• a staff member onboard the train

or

• a member of staff at your departure or destination station

Taking the matter further

If you can't contact anyone immediately or you want to take your complaint further, you can use the online contact form or write to Translink.

If you write, if possible include proof of your journey (such as a ticket or receipt) in with your letter.

It is a good idea to get proof of posting for your complaint letter and to keep a photocopy of any documents you send.

• Contact Translink

Getting support for your complaint

If you're not satisfied with the Translink's response, you can contact:

• Complaints  - Consumer Council for Northern Ireland

Complaints involving injuries

If you have a complaint involving an injury received while onboard a train or at a station, it's vital that you contact someone connected with the train or station as soon as possible, preferably immediately.

More useful links

• Accessibility - Translink